Outreach Nets Massive Opt-In for Spanish Statements

Nearly 400,000 Chase Bank customers have opted to receive their monthly checking and savings account statements in Spanish
due to extensive outreach efforts.

“It’s essential for consumers to understand what the bank is telling them about their money,” says Rebeca
Vargas, head of multicultural marketing. “Providing Spanish-language bank statements further demonstrates Chase’s
commitment to helping this community with their financial matters.”

Chase also made the following efforts to let customers know about the option of Spanish-language
statements:

Ran Spanish-language TV spot about the Spanish bank statements on Univision and TeleFutura during World
Cup coverage in 10 major U.S. markets;

Sent direct mail to customers in Hispanic areas and with Hispanic surnames; and

Launched a series of financial guidance vignettes appearing on Univision’s top morning show until
September, including a Spanish servicing vignette.

Chase also creates special promotions around holidays and events, such as Cinco de Mayo—commemorating Mexico's
victory at the Battle of Puebla in 1862—and Hispanic Heritage Month in October.

The efforts have resonated with customers, sometimes generating sales increases of more than 100%.

“We listen to our Hispanic customers, and we understand how much they value receiving information, materials, assistance
and offers that are relevant and respectful of their language and cultural needs,” Vargas adds.

Chase offers several touchpoints for customers who prefer to communicate in Spanish:

Calling 877-31CHASE (877-312-4273);

Visiting its Spanish language website for
information about products and services;

Meeting with bilingual staff at Chase branches and Chase Homeownership Centers for homeowners struggling
with their mortgage payments.

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